Clarabridge

APRIL 26, 2017

There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. For example, one Clarabridge customer, a leading NPS user, reduced their questions from 15 to 2.

Net Promoter Score 69

Net Promoter Score NPS Customer Experience Measurement 69

Talkdesk

MAY 4, 2020

Whether running IT operations for a small to medium-sized business (SMB) or managing projects at an enterprise-level, every business can benefit from connecting their systems and data through integration. How should contact centers prepare for the challenges of system integration and establish enterprise-grade connections?

Contact Center 58

Contact Center Roadmap Connections Touchpoint 58

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago. Interesting.

Customer Experience Professionals 162

Customer Experience Professionals NPS 2016 Leadership 162

Oracle

MARCH 16, 2021

Here’s your chance to join Oracle’s customer experience (CX) Hall of Fame by winning a 2021 Markie. — Oracle Customer Experience (@OracleCX) February 17, 2021. Customer Satisfaction. If you’ve won before, don’t miss out on the opportunity to snatch another prize. Conversion.

Advertising 66

Advertising 2021 Metrics 2019 66

CSM Practice

SEPTEMBER 19, 2017

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment. Scaling Customer Success for the SMB client segment.

Customer Success 49

Customer Success Webinar Blog Customers 49

Gainsight

MAY 18, 2023

According to the company, “Alteryx delivers easy end-to-end automation of data engineering, analytics, reporting, machine learning, and data science processes, enabling enterprises everywhere to democratize data analytics across their organizations for a broad range of use cases.” We think that’s pretty mind-blowing. Well done, HMH!

2023 52

2023 2022 Customer Success Customer Journey 52

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Customer Experience Professionals 111

Customer Experience Professionals NPS 2016 2017 111

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Customer Success 19

Customer Success Customers Leadership Measurement 19

CSM Magazine

JUNE 12, 2015

The Top 15 Award winners, in alphabetical order, are: ISM Top 15 CRM Enterprise Winners. KANA Enterprise v. ISM Top 15 CRM SMB Winners. For the past 25 years – since 1990 – ISM, through its Software Lab, has been awarding recognition to leading CRM providers in Enterprise and Small & Medium Business (SMB) categories.

2015 40

2015 Customer Centricity 2020 Definition 40

Education Services Group

NOVEMBER 16, 2021

They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the right resources at the right point in the customer journey.

Engagement 52

Engagement Touchpoint Customer Success 2021 52

Gainsight

APRIL 27, 2020

Nearly every single unicorn/decacorn/candy corn you can think of – from Zoom to Slack to Notion to Airtable – put product and customer experience at the centers of their businesses. Young startups often hire Customer Success Managers BEFORE they employ salespeople. Sales is an outcome.

Customer Success 99

Customer Success Sales Customer Centricity Definition 99

ChurnZero

DECEMBER 9, 2022

Gabby shared how her customer experience acumen set her apart for the CEO role, advocating that “Customer Success is front and center of all the skills that you need to be a great CEO.”. It can be hard to convince PE firms to invest in the customer. How did you get your PE colleagues to invest in the customer experience?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Oracle

FEBRUARY 16, 2018

According to Ovum’s ICT Enterprise study, over 90% of businesses have digital transformation as a top item on board agendas. Define your customer experience vision. This allows business and technical teams to create new customer experiences quickly per the ever-changing business and consumer dynamics.

B2C 56

B2C Roadmap B2B Retail 56

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. ” With customer success, it is a top-down and enterprise-wide motion.

Customer Centricity 52

Customer Centricity NPS Customer Success 2013 52

BirdEye

FEBRUARY 21, 2023

Birdeye social media statistics At Birdeye, we pride ourselves on providing the best possible reputation and customer experience service to our customers. We recently surveyed our customers to better understand their social media needs. Here are the results. Watch our free demo and start connecting with followers today.

Social Media 98

Social Media 2023 Marketing Advertising 98

ViiBE Blog

JULY 13, 2021

Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. It always includes the enterprise’s private cloud infrastructure and merges it with one or more public clouds. ViiBE Blog. What is a multi-tenant cloud? Natalia Barszcz. July 13, 2021.

Transportation 52

Transportation 2021 Automotive Insurance 52

Oracle

JUNE 14, 2018

But that’s easier said than done, especially if your budget looks more like a startup’s than an enterprise’s. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018.

Loyalty 54

Loyalty Brands B2C 2018 54

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Customer experience is not customer service/support. About Libby. See above.).

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Education Services Group

DECEMBER 14, 2022

Q: What recommendations do you have for companies (SMBs) that don’t have access to data scientists? And we are seeing a lot of organizations in the SMB space look for this kind of Data Science as a Service approach. How can they leverage the data they have with an AI approach? So, there are opportunities out there.

Webinar 52

Webinar Innovation Customer Success B2B 52

Hello Customer

OCTOBER 14, 2021

Such feedback is an invaluable help to refine your product quality, create more captivating marketing copy and deliver an enhanced customer experience. SMB Challengers on the rise, and for good reason: Hello Customer : Well, obviously we had to include ourselves. We’ve selected 15 top contenders.

Multi-Channel 75

Multi-Channel Social Media NPS Feedback 75

CustomerSuccessBox

FEBRUARY 28, 2022

The free version allows them to generate leads whereas it is those free members who used the product to convert as a paid customer. Slack has attractive enterprises onboarded as well! They have more customers who contribute to paying $100k and more a year. Enterprise is stable whereas SMB’s are skyrocketing in Shopify.

E Commerce 52

E Commerce E-support Customer Retention Sales 52

ChurnZero

MARCH 18, 2022

But if it costs you 40 cents to get a customer, or something really low, and you get a lot of customers coming in, and you’re churning through most of them, you can probably get away with it. I’ve worked with some companies that have a zero percent expansion rate because they sell enterprise coverage on the first deal.

Metrics 98

Metrics Customer Success 2021 NPS 98

SmartKarrot

JANUARY 18, 2023

Role: Head of Customer Success Location: Lakeland, FL (Hybrid) Organization: Dice As a Head of Customer Success, you will partner with Product, Customer Experience, Technology, and Operations leadership to build a cohesive, compelling, class-leading customer experience. Apply here: [link].

Customer Success 19

Customer Success Roadmap Document Webinar 19

CustomerSuccessBox

MARCH 4, 2022

Architecting the customer success organization and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our many customer categories – Large Enterprise, Mid-market, and SMB. Increase Efficiency Through Technology.

Customer Success 52

Customer Success Demo Customers Leadership 52

ClientSuccess

MARCH 13, 2020

Ali Rayl, VP of Customer Experience @Slack. Article in Fast Company last month showing what HackerOne is doing to help expose and protect Enterprise companies from Cyber Attacks. . Lauren Schwartz: Senior Regional Director, Enterprise Sales @Segment. How to ensure successful cross-functional communication.

Presentation 52

Presentation Blog Healthcare Events 52

ClientSuccess

MARCH 13, 2020

Ali Rayl, VP of Customer Experience @Slack. Article in Fast Company last month showing what HackerOne is doing to help expose and protect Enterprise companies from Cyber Attacks. . Lauren Schwartz: Senior Regional Director, Enterprise Sales @Segment. How to ensure successful cross-functional communication.

Presentation 52

Presentation Blog Healthcare Events 52

Avaya

OCTOBER 21, 2016

Just over a month ago, we released the latest version of Avaya IP Office , one of the most popular SMB/MM UC systems on the market today. Adding this scale to the product was extremely important because as our customers and partners grow, we can now grow right along with them. Providing Investment Protection.

Net Promoter Score 59

Net Promoter Score Multi-Channel NPS Contact Center 59

CSM Practice

NOVEMBER 4, 2019

Customer-centric businesses aim to deliver excellent customer experience at all levels of segmentation. However, a growing customer base results in limited CSM resources. Interestingly, the best customer experience doesn’t always require a Customer Success Manager (CSM).

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

Gainsight

SEPTEMBER 22, 2022

Jeff Ventimiglia is the Senior VP of Customer Experience at Medidata. We don’t drop one thing in, and it’s there at an enterprise level,” Jeff explained. “We We are really focused on having experiences across multiple end users within that clinical trial.” Thus, they add to the value of Modern Health and client-customer.

Healthcare 52

Healthcare 2022 Customer Success Government 52

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Manager Location: Perth, Western Australia, Australia Organization: Pure Storage As a Customer Success Manager, you will establish, own and drive strategic, operational, risk, and growth management reviews as they relate to hardware/service delivery, deployments, migrations, capacity planning & expansions.

Customer Success 19

Customer Success Touchpoint Customer Journey ROI 19

Gainsight

SEPTEMBER 29, 2021

The first requirement in most CS Ops positions is to establish a systemized way to capture your customer’s data. If you are a Small to Medium Business (SMB) with under 50 employees, your CS system may be in a spreadsheet format or a Google doc shared in a common drive accessed by customer-facing employees.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

SmartKarrot

JANUARY 3, 2023

Work closely with and in partnership with the Leader of Customer Support to ensure positive collaborations across Customer end to end ways of working. Deliver world-class customer success processes for both SMB and Enterprise customers that scale. Drive a company-wide culture of customer success.

Customer Success 19

Customer Success Net Promoter Score Customers Management 19

ViiBE Blog

JULY 8, 2021

Customer experience , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. ViiBE Blog. What are the different kinds of top cybersecurity companies? Natalia Barszcz. July 8, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email.

2021 52

2021 Government Transportation Automotive 52

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Leadership ROI Metrics 19

SmartKarrot

FEBRUARY 20, 2023

Through customer interaction, inventive problem-solving, and excellent internal coordination with our Customer Onboarding team, empower the team to identify and successfully address accounts with low uptake. Create, provide, and administer high touch and large-scale programmes to satisfy the requirements of various customer segments.

Customer Success 19

Customer Success Communication Customers Books 19

Thematic

NOVEMBER 28, 2019

The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald. How long have you been working in Customer Experience?

ROI 100

ROI Net Promoter Score Metrics B2C 100

Answer Dash

JULY 31, 2018

Included in the paid plan are enterprise tools that include pre-built integrations, APIs for custom integrations and bots, and more administrative/monitoring tools. In fact, anyone who has worked for an SMB knows that dealing with tech support causes more catty remarks than any other single situation.

Social Media 69

Social Media Customer Centricity Customer Service B2B 69